This study examined the influence of undergraduate experience on alumni loyalty to their alma mater in Tanzania’s higher education context. Specifically, the study sought to examine the extent to which alumni are satisfied with their undergraduate academic and social experiences and the influence thereof on their loyalty towards their former universities or colleges. The study involved a questionnaire survey to collect primary data from a conveniently selected sample of 188 Tanzanians who had bachelor's degrees from various Tanzania universities and colleges. Descriptive statistics using mean values were used to measure the satisfaction level. To estimate the influence of alumni satisfaction with their undergraduate experience on loyalty to their alma mater, Binary Logistic Regression Model was used. Overall, the findings indicate that alumni were satisfied with their undergraduate experience and their time as students. Further, Binary Logistic Regression results indicate that satisfaction with undergraduate experience positively and significantly influences alumni loyalty to their alma mater. It is reasonable to conclude from this evidence, that alumni loyalty can be created, reinforced and retained through favorable students’ experiences. Thus, Tanzania’s Higher Education Institutions (HEIs) should improve their level of students’ experience so as to increase their level of satisfaction and consequently enforce their loyalty. The study adds value in the context of Tanzanian HEIs since it provides a base on how to determine strategies to create, reinforce and maintain alumni loyalty through a favorable student experience.

This paper sets out to establish whether KAIZEN practices can contribute to the enhancement of service quality and productivity in the public sector in Tanzania. Currently, KAIZEN is still at its newest stage being applied in a few hospitals and very few Small Scale Manufacturing Enterprises (SSMEs).Using a narrative literature review approach, the study reviews 11 research-based articles to extract evidence on the applicability of KAIZEN in public service organisations. The study reveals that although KAIZEN originated in the manufacturing environment, its principles and practices translate well into other work situations including health services, public authorities, banks, education et cetera. The paper concludes that KAIZEN is applicable to the public service and it can drastically improve operational efficiency, service quality and reduce costs in that sector. The paper recommends that the government should adopt KAIZEN and incorporate it into all its public sector reform programmes as a strategic tool towards improvement of public service organisations’ overall effectiveness and performance.

This chapter describes how mobile technologies have recently emerged as the new wave in Information Technology revolution and are constantly gaining importance and popularity in nearly every avenue of our working and social lives. One area of mobile technology that has become a focus in recent times is the use of mobile devices particularly the mobile phones for an array of financial services. Mobile financial services and their massive adoption and rapid spread in the developing world, has deepened investments in mobile infrastructure and has further contributed to financial inclusion and economic development. Their adoption, in particular, has had a significant impact on consumer financial behaviour. This chapter builds on a rich body of literature available to highlight the impact of mobile financial services on consumer financial behaviour and the implications for financial institutions.

This study examined the influence of customer experience on the preference for online bus booking services in Dar es Salaam, Tanzania. Specifically, the study aims to: i) Determine the influence of familiarity with online booking services on the customer preference for online bus booking services, ii) Examine the influence of perception on the customer preference for online booking services, iii) Examine the influence of customer satisfaction on the customer preference for online bus booking services. The study employed a convergent parallel research design whereas both qualitative and quantitative data were collected. A sample of 384 users of buses for their transport was involved using a questionnaire that was administered through Google form as one of the web-based tools. Qualitative data were analyzed using content analysis whereas quantitative data were analyzed using descriptive statistics whereas mean scores, standard deviations, frequency, and percent were computed. Further, a binary logistic regression model was performed to analyze quantitative data. The findings show that customer perception and satisfaction were statistically significant in influencing customers’ preference for online bus booking. The study recommends to all key players in the bus transport sector make use of the findings to enrich policies and strategies in the adoption of online bus booking.